Complaints Procedure

Our approach

Mind 'N' Motion CIC is committed to providing high-quality, respectful and accessible services. We take all complaints seriously and aim to resolve them fairly, promptly and confidentially.

How to make a complaint

If you are unhappy with any aspect of our activities, services or conduct, please contact us in the first instance by email at [email protected] or in writing to:

What to include

When making a complaint, please include:

• Your name and contact details
• A clear description of your complaint
• The date(s) of the incident or issue
• What outcome you are seeking

What happens next — Stage 1

We will acknowledge your complaint within 5 working days. We aim to provide a full response within 20 working days. If we need more time to investigate, we will let you know.

All complaints are handled confidentially. We will not treat you less favourably for raising a concern.

Stage 2 — review request

If you are not satisfied with the Stage 1 response, you may request a review by a director who was not responsible for the original response, where practicable. Please set out clearly why you remain dissatisfied and what outcome you are seeking.

If you remain dissatisfied

If you remain dissatisfied after Stage 2, you may be able to contact an appropriate external body depending on the nature of the complaint, such as the Office of the Regulator of Community Interest Companies, the Information Commissioner's Office, the Fundraising Regulator or another relevant authority.

Newly established organisation

Mind 'N' Motion CIC is a newly established organisation. Our complaints procedures will be reviewed and updated as our activities develop.